Guest Experience Leader - Front Desk & Reservations

RAD Hotel Group; United Kingdom; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

4-weekly tips

Weekly pay

Discounts across all RAD Hotel Group

Staff uniform provided

Career progression opportunities

Training and development provided

Staff meal on duty

Length of Service and Birthday Incenti

Job summary

Lochside House Hotel & Spa in Ayrshire is seeking an experienced Reception Manager to lead the hotel reception, ensuring warm, professional and exceptional guest experiences from arrival to departure.

You will oversee check-ins/outs, reservations, payments and inquiries, train the team, work with the GM and other departments, and drive guest satisfaction with strong leadership and attention to detail.

Qualifications

• Previous experience in a hotel reception or front office role, with supervisory or management experience desirable.
• Excellent customer service and communication skills, with a genuine passion for creating memorable guest experiences.
• Strong leadership skills and the ability to motivate, support and develop a team.
• Excellent organisational and administrative skills, with strong attention to detail.
• Confident using hotel booking systems and Microsoft Office.
• The ability to remain calm, professional and solutions-focused in a busy environment.
• A professional and well-presented appearance at all times.
• A proactive approach with the ability to work independently and use initiative.
• A valid driver’s licence is desirable but not essential.

Responsibilities

• Leading and supporting the Reception team, ensuring high standards of service are maintained at all times.
• Overseeing the day-to-day operation of the hotel reception, ensuring an efficient and welcoming service for all guests.
• Managing guest check-ins, check-outs, reservations, payments and enquiries, ensuring all processes are completed accurately.
• Handling guest feedback, queries and complaints professionally and effectively, working to resolve issues and maintain guest satisfaction.
• Ensuring the booking system is managed accurately, including room availability, rates, reservations and guest information.
• Supporting the team with upselling opportunities, helping to maximise revenue and enhance the guest experience.
• Training, coaching and developing Reception team members, supporting their performance and progression.
• Working closely with the General Manager and other departments to ensure smooth communication and effective daily operations.
• Monitoring reception standards and ensuring company procedures and service standards are consistently followed.
• Assisting with rotas, holidays and general team administration as required.
• Taking a hands-on approach to reception duties and supporting the team during busy periods.

Skills

Leadership

Customer service

Communication

Team management

Guest experience

Attention to detail

Initiative

Tools

Hotel booking systems

Microsoft Office

Job description

Lochside House Hotel & Spa in Ayrshire is seeking an experienced Reception Manager to lead the hotel reception, ensuring warm, professional and exceptional guest experiences from arrival to departure.

You will oversee check-ins/outs, reservations, payments and inquiries, train the team, work with the GM and other departments, and drive guest satisfaction with strong leadership and attention to detail.